Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: upk_singhm on August 20, 2014, 07:14:25 PM

Title: Agent Not Ready Status
Post by: upk_singhm on August 20, 2014, 07:14:25 PM

Hi All,
Let's say I have Agent A and Agent B, Agent B is in a Manual Not Ready mode and Agent A makes a call to Agent B, now once this internal call is over Agent A should go back into his previous state of Manual Not Ready mode, but instead in my environment he is going into ACW of a normal Inbound call and on expiry of wrap-up-time threshold, he goes into Ready mode.

What settings could be causing this behavior?

I want Agent B to go back to his previous state before he got this internal call.

Any urgent help is much appreciated.

Regards,
Upkar S

Title: Re: Agent Not Ready Status
Post by: mduran22 on August 20, 2014, 11:27:41 PM

It depends on how the ACW is getting set. Are you connected to a PBX?

Title: Re: Agent Not Ready Status
Post by: Kubig on August 21, 2014, 06:25:33 AM

What type of switch are you using? If SIP, the ACW is activated for business call only and by default the internal calls are not business type. You can configure it on T-Server object level within CME/GA.

Title: Re: Agent Not Ready Status
Post by: upk_singhm on August 21, 2014, 12:37:38 PM

My bad, I am using SIP server but external SIP hardphones for this setup.

Hope it helps.

Regards,